Inventor

KOHLER JOYLEE E

US33 patents

⚠️ This page may combine multiple inventors who share the name “KOHLER JOYLEE E”. Patents are grouped by organization below to help distinguish them — per-person disambiguation is on the roadmap.

KOHLER JOYLEE E

AVAYA TECHNOLOGY CORP

Methods and apparatus for multi-variable work assignment in a call center

Skill-value queuing in a call center

Call center agent selection that optimizes call wait times

Methods and apparatus for service state-based processing of communications in a call center

Methods and apparatus for processing of communications in a call center based on variable rest period determinations

Optimizing call-center performance by using predictive data to distribute calls among agents

Optimizing call-center performance by using predictive data to distribute agents among calls

Methods and apparatus for determining measures of agent-related occupancy in a call center

Accent-based matching of a communicant with a call-center agent

Method and apparatus for rotating auto reserve agents

AVAYA INC

Using true value in routing work items to resources

Contact center and method for tracking and acting on one and done customer contacts

Multi-service request within a contact center

Multi-tasking tracking agent

Post-termination contact management

System and method for identifying and managing customer needs

Method for discovering problem agent behaviors

Instant message contact management in a contact center

LUCENT TECHNOLOGIES INC

Arrangement for equalizing levels of service among skills

Waiting-call selection based on objectives

Waiting-call selection based on anticipated wait times

Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls

Call distribution based on agent occupancy

KOHLER JOYLEE E

System and method for delivering a contact to a preferred agent after a set wait period

System and method for adaptive multiple contact assignment

System and method for scheduling based on service completion objectives

AT & T BELL LAB

Automatic call distribution based on matching required skills with agents skills

AT & T CORP

Mobile log-in capability featuring fixed physical (terminal-dependent) translations and portable logical (user-dependent) translations

AT & T TECHNOLOGIES INC

Method of and system for limiting access to a group of telephone trunks

HEMM THOMAS L

Instant message contact management in a contact center

FAGUNDES LUCIANO GODOY

Grouping of contact center agents

HILL DEBORAH

Premises enabled mobile kiosk, using customers&#39; mobile communication device

PIERCE RUSSELL K

System and method for providing service by a first agent while waiting for a second agent

Premises enabled mobile kiosk, using customers' mobile communication device